Senior Telecommunications Engineer

Job Summary:

In this role, you are responsible for the stable operation, coordination, and continuous improvement of IT and ACD (Automatic Call Distribution) environments, with a strong focus on workplace infrastructure and contact center systems.

Job Responsibilities:

· Taking ownership of problem resolution within the IT and ACD environment

· Coordinating the setup and deployment of IT and ACD workplaces, including hardware logistics, inventory management, cabling, and equipment maintenance

· Planning and coordinating workplace relocations and office moves

· Creating and maintaining technical documentation, including customer- and system-specific installation procedures

· Ensuring the continuous availability and functionality of IT and ACD networks using monitoring systems and the UHD (Unified Help Desk)

· Analyzing and resolving incidents and disruptions related to LAN, PCs, printers, servers, ACD systems, and peripheral components

· Reporting support KPIs and service metrics via the UHD system

· Managing software distribution and security measures, including patch management and updates

· Designing and maintaining call flows in interaction with ACD, CTI, and IVR systems

· Managing carrier service numbers and related configurations

· Performing system administration tasks, including system management and backup operations

· Taking on defined ITSM roles such as Incident Manager, Problem Manager, and Change Manager

· Acting as a member of the IT specialist group and a reliable interface between operations, vendors, and service providers

· Ensuring strict compliance with information security requirements, including careful handling of privileged access rights

· Adhering to confidentiality obligations, contractual and legal requirements, and all ISMS regulations

· Immediately reporting and supporting the resolution of any identified security incidents

Job Requirement:

· Bachelor's degree in Computer Science, Information Technology, or a comparable qualification

· Minimum of 5 years of proven, hands-on experience in contact center (ACD) environment setup, operations and maintenance within complex, enterprise IT environments

· ITILv4 Foundation certification

· Fluency in English is a must

· Solid knowledge of current market technologies in on-prem and cloud telephony ACD-/CTI/IVR technologies (Avaya, Genesys etc.) and carrier services (local & international)

· Experience with monitoring tools, service desk systems (UHD), and IT service processes

· Structured, responsible, and solution-oriented working style

· Strong analytical skills with the ability to systematically troubleshoot complex technical issues

· High level of reliability, commitment, and sense of responsibility

· Excellent communication skills, a strong team-oriented mindset in an international environment and the ability to explain complex technical topics clearly

· Ability to coordinate tasks across multiple stakeholders, including internal teams and external service providers